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Use case · Self-Care & Customer Care

360° Account View

Agent sees complete subscriber view: orders, billing, usage, contracts and cases.

CRMParty MgmtBillingTicket Mgmt
Care agentPrimary actor
Self-Care & Customer CareCategory
4Modules involved

At a glance

Trigger

Agent opens a customer

Primary actor

Care agent

Outcome

Agent sees the full picture in one screen

Main flow

The usual path from start to finish.

  1. 1
    Show profile and products

  2. 2
    Show bills and payments

  3. 3
    Show usage and orders

  4. 4
    Show open tickets and interactions

  5. 5
    Suggest next best action

Exceptions & alternate flows

Data source down

Show partial view with a warning

Systems & modules involved

CRMParty MgmtBillingTicket Mgmt

Business rules

KPIs to watch

Standards & references

TMF629Customer Management
TMF621Trouble Ticket
TMF683Party Interaction

Related pages

CRM→Party Management→Billing→Ticket Management→Previous: Callback Scheduling→Next: Subscriber Verification→Telecom Use Case Library→

This page describes generic industry practice and public standards. It is not based on, and does not describe, any particular vendor's product or operator's systems.